CRM and the Contact Center
If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...
Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support
Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
Could a Business Analyst/Technology Liaison Be in Your Future?
Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...
Contact Center Analytics: A Look at Goals Vs. Current Use
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
